Unleashing the Power of ServiceNow Decision Tables

[Saurabh Gupta]

Introduction:

ServiceNow Decision Tables are an invaluable feature that streamlines complex decision-making processes based on multiple factors. Whether you're automating incident categorization, change management approvals, or asset assignments, Decision Tables provide a structured and efficient way to determine outcomes. In this comprehensive guide, I will explore the components of Decision Tables, real-world use cases, best practices, and practical steps to create Decision Tables in ServiceNow.

For any sort of mapping no more custom tables are needed.

Understanding ServiceNow Decision Tables

• Overview:

  • Decision Tables are a powerful tool for resolving complex decisions that depend on multiple factors.
  • Each factor is treated as a decision input, creating a structured and organized format for decision-making.

• Components of Decision Tables:

  • Decision Table records represent a single decision, specifying the table used for answers.
  • Decision input records represent the inputs used to obtain answers, supporting various types like strings, references, true/false, and dates.
  • Decision records represent individual decisions based on inputs, with conditions created using the condition builder.
  • Answer records represent outcomes reached using different decision input values, chosen from the specified table.

Creating a Decision Table in ServiceNow

• Before You Begin:

  • Role required: decision_table_admin.
  • Selection or creation of a table for decision answer records.
  • Ensuring a display value field is set on the table used for decision records.

• Procedure:

  • Create or select a table for decision answer records.
  • Create records on this table for each answer in your decision.
  • Create a decision table record, specifying the answer table and other relevant details.
  • Create decision input records, defining the inputs used for the decision.
  • Create decision records, associating decisions with conditions, answers, and default options.

 I have created an example of Location and Location Size Based Routing.

 Sub flow to get the decision answer

DecisionTableAPI - Scoped, Global

Use the DecisionTableAPI class to access Decision Tables data in scoped and global server-side scripts.

To access DecisionTableAPI methods, use the sn_dt namespace. You must have the decision_table_crud_api role to use this API.

ServiceNow Docs: Create a decision table to resolve complex decisions (servicenow.com)

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